Resident Compliance and Support Manager

SUMMARY
ECC/HANH is committed to providing fair and equal access to its housing and service opportunities, ensuring compliance with Fair Housing laws, VAWA, ADA, civil rights, and other anti-discrimination measures. The Office of the Resident Compliance and Support Manager/Ombudsperson serves as a primary point of contact for residents, aiding in navigating ECC/HANH systems, accessing housing and services, and resolving complaints through mediation and other conflict resolution methods, including a responsive reasonable accommodations process.
The Resident Compliance and Support Manager/Ombudsperson works independently as an intermediary to provide residents with a confidential avenue to address complaints and oversees reasonable accommodations, VAWA protections, and fair housing and anti-discrimination protections. The incumbent utilizes conflict resolution, trauma-informed, and restorative approaches toward meeting resident needs and serves as a key advisor to the agency’s leadership on compliance matters.
The Office conducts regular reviews of ECC's assets, programs, and policies to ensure compliance with applicable laws and regulations and proposes policy and procedural changes when systemic issues are identified. The incumbent provides a wide range of support and ensures the timely and ongoing compliance of Elm City Communities’ (“ECC”) programs, services, and activities with the Americans with Disabilities Act (ADA), Title II of the ADA, Section 504 of the Rehabilitation Act of 1973, Title VI of the Civil Rights Act of 1964, and other applicable federal and state regulations pertaining to accommodation and accessibility.
The incumbent leads the development and implementation of an ECC ADA Self-Evaluation and Transition Plan and coordinates the training of ECC staff to ensure compliance with accessibility standards and that accommodations to ECC’s facilities, programs, and services comply with the Americans with Disabilities Act.
ECC/HANH is seeking a solution-oriented, passionate, purpose-driven individual with a deep understanding of affordable housing and policies. The Resident Compliance and Support Manager will monitor external social trends, explore innovative strategies, conduct benchmark studies, and drive
actions that support fair access, housing strategy, policy, and goals.
ESSENTIAL FUNCTIONS
• Successfully engages applicants/residents/participants proactively and in response to needs and
concerns to provide exceptional resident advocacy, customer service, and issue resolution
around a broad range of housing and service delivery concerns.
• Evaluate internal and external access to housing programs and supportive services to identify
areas for improvement in compliance and resident support.
• Serves as a key advisor to ECC/HANH leadership on compliance matters. Contributes to
integrating compliance strategies into program design to better serve our communities. Creates
intentional partnerships, capacity building, and investments in strategic programs that focus on
identifying, investing in, and scaling innovative approaches to affordable housing, economic
mobility, and neighborhood investment.
• Convene an organization-wide collaborative effort to advance strategies focused on addressing
inconsistencies by removing barriers that continue to limit opportunities. Through continuous
disaggregated data evaluation and utilization, develop and implement approaches to achieve
impartial policies, procedures, and outcomes.
• Responsible for the development, design, implementation, and evaluation of the annual ADA
work plan. Drafts and updates ECC’s ADA Self Evaluation and Transition plan and conducts
regular reviews of ECC’s facilities, programs, and policies to ensure compliance with all
applicable federal, state, and local laws and regulations, including Title II of the ADA, Section 504
of the Rehabilitation Act of 1973, and Title VI of the Civil Rights Act of 1964, related to access
and accommodations for Authority services, programs, and facilities.
• Serves as the primary point of contact for the public regarding concerns and inquiries on ADA
and complaints. Ensures appropriate processes are in place to provide for the prompt and
reasonable resolution of complaints and inquiries. Maintains a record of all disability and
accommodation requests, complaints, and resolutions.
• Integrates schedule of modifications with other agency planning processes, including the capital
improvement and redevelopment plans.
• Coordinate ECC’s ADA and disability awareness training for staff relating to accessibility and
inclusion of people with disabilities.
• Ensure that persons with disabilities have an equal opportunity to participate in all ECC/HANHsponsored
activities by evaluating requests for accommodations and services based on the
needs of residents, staff, and program participants. Responds to ADA/504 violations and/or
concerns and make recommendations for improvements. Review and revise procedures and
policies for ADA compliance and reasonable accommodations.

•Compile and update a list of units that are accessible to persons with disabilities and eligible participants within ECC’s portfolio and in its housing choice voucher program. Identifying what features are accessible meeting the ANSI or UFAS guidelines along with a list of other units with special accessibility features (SF). Maintain an analysis of the need for accessible units.

•Maintain accurate records of each reasonable accommodation request and outcomes.
•Identify persons with disabilities in need of accessible units, ensuring placement on appropriate waitlists, and performs quality control review of waiting lists.
•Serves as ECC’s Violence Against Women Act (VAWA) Coordinator.
•Serves as ECC’s coordinator for informal conferences and hearings. Staffs and participates in the agency’s formal hearing process.
•Works in conjunction with the grievance hearing process as it relates to processing hearing requests, tracking and monitoring requests, consults with other staff, reviews necessary documentation, schedules and conducts hearings, documents outcomes, and communicates results to grievant.
•Participate in the minimum rent hardship committee.
•Monitor the LIPH and HCV/PBV waitlist and transfer list.
•QC the waitlists, policies, and procedures to ensure compliance and equitable outcomes.
•Oversees special projects, as assigned.
•Performs all other related duties as assigned.
PERFORMANCE REQUIREMENTS (Knowledge, Skills, and Abilities):
•Knowledge of:
•Expert knowledge of best practices regarding disability, compliance, and inclusion.
•Americans with Disabilities Act and other federal, state, and local laws pertaining to the rights of people with disabilities.
•Various alternative formats and technologies that enable people with disabilities to communicate, participate, and perform tasks.
•Appropriate accommodation, including effective communication and barrier removal to people with disabilities, to ensure access to programs, services, and activities (e.g., assistive devices, interpreters, physical access).
•Skill in:
•Excellent interpersonal communication skills and the ability to work with community members, external partners, and ECC staff using courtesy, tact, and good judgment.
•Strong program planning, coordinating, organizing problem analysis, decision-making, and evaluation skills.
•Skills and training in negotiation and mediation.
•Strong skills in cross-departmental team building.
•Ability to:
•Establish and maintain effective working relationships with staff, external partners, and the public.
•Review, develop, and implement practices and/or strategies in organizational development related to ADA and Title VI.
•Interpret and apply policies and procedures.
•Ability and willingness to demonstrate strong competencies.
•Handle multiple projects and issues simultaneously.
•Data analysis.
•Evaluate, recommend, and implement improvements to programs.
•Strong, comprehensive writing ability.
•Frequently communicate with diverse populations.
•Move between worksites.
•Interpret laws, policies, and regulations.
WORKING ENVIRONMENT
Work is performed in an office setting with considerable public contact and visibility. Frequently interacts with the public on the telephone and in person. Inspects sites or attends meetings relating to ADA accessibility issues at various locations.
EDUCATION AND EXPERIENCE
•Master’s Degree or equivalent (preferred) in Public Administration, Human Services, Social Sciences, Law, or related field with a background in affordable housing, ADA Compliance, and urban policy issues.
•Bachelor’s Degree (required) in Public Administration, Human Services, Social Sciences, or related field with five years of work experience in the areas of affordable housing and/or urban policy and operations.
•Three (3) years of professional-level experience providing consultation, guidance, and training in the area of ADA compliance, providing disability, accessibility, inclusion, and accommodation services for people with disabilities.
•Three (3) or more years of professional-related experience in organizational development or compliance program management.
•Five (5) years’ experience working with Housing Authorities or municipal government preferred.
•ADA Coordinator Training Certificate, preferred.
•An equivalent combination of education and experience sufficient to provide the applicant with the knowledge, skills, and ability to successfully perform the essential functions of the job will be considered.